When I realized that this post was showing up in google searches with only the cafeteria sentence, I wrote to Jeff and asked him if he wanted me to pull the post. He wrote back that he has no problem with it being public (and appreciates the link).

Here is an email I received a little while ago from Branders.com. This is not something you'd expect to find on a list of great customer service examples, but it sure made an impression on me. It demonstrates: Transparancy & honesty Concern for my needs Permeable (e.g. accessible) management l...